Associate Manager-Customer Experience
Location
mandaluyong, metro manila
Job Type
Full-time
Category
Management & Operations
Posted
June 03, 2026
Job Description:
- Prepare weekly Sampling Plan and share with the CE team.
- Ensure that all types of transactions are monitored.
- Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
- Ensure Sampling Adherence is met MIPs are implemented if required.
- Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
- Keep checking the QA's accuracy by doing ATA and Calibration.
- Be a consultant and advisor to the QAs to clarify on parameters during need.
- Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
- Analyse monitoring data to identify program level issues and opportunities.
- Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
- Drive quality awareness programs and performance improvement proje...